MARCELA USMA
North Plainfield
Summary
Customer-focused administrative professional with extensive experience supporting quality operations in highly regulated environments. Proven ability to deliver exceptional customer service by managing inbound inquiries, resolving account and order issues, and providing account support while ensuring compliance with company policies and regulatory requirements. Skilled in navigating enterprise systems, maintaining accurate documentation, and tracking customer interactions to support timely issue resolution throughout cross-functional teams.
Overview
26
26
years of professional experience
Work History
Senior Administrative Associate
Merck & Co., Inc., MMD External Quality Assurance
Rahway, NJ
07.2016 - Current
- Provide operational and customer support within a global cross-functional organization operating in a highly regulated environment while assisting internal stakeholders with system account inquiries and issue resolution across multiple enterprise platforms.
- Respond to inquiries and assist colleagues in navigating company platforms and document repositories, ensuring accurate information and proper classification of business records in MEDS and Veeva Vault systems.
- Track and monitor operational metrics by running system reports, identifying issues, and coordinating follow-up actions to ensure timely resolution and compliance with organizational requirements.
- Manage complex scheduling, travel coordination, and logistics for senior leadership using Concur, verifying accuracy and efficiency.
- Assist with invoicing and payments in SAP by entering purchase orders, escalating issues and reconciling payment requests.
Senior Administrative Assistant II
Merck & Co., Inc., MRL Clinical Science Study Management
Rahway, NJ
07.2006 - 07.2016
- Supported Clinical Development Scientists by responding to operational inquiries, coordinating documentation, and resolving administrative and system-related issues.
- Managed SAP expense reporting, created purchase orders and vendor add forms, entered payment requests and invoices, and ran reports within SAP.
- Organized details of complex travel, visa applications, meetings, conferences, special events, and corporate agendas while managing multiple tasks simultaneously in a compliance-driven environment.
- Assisted with updates to Team Sites and internal systems, ensuring accurate tracking of project information in clinical databases and repositories.
- Prepared spreadsheets and entered clinical data requiring accuracy and exceptional attention to detail.
- Reconciled documents and information across various database and software platforms.
- Anticipated the needs of my team and secured the tools they needed to help them succeed in their roles.
- Liaised and coordinated with multiple departments to ensure clear communication, issue follow-up, efficient reporting practices and resolution of operational requests.
Ground Transportation Account Specialist
Gateway Customer Service, Inc.
Newark, NJ
06.2000 - 07.2006
- Provided high-volume inbound customer support for international passengers, resolving service issues, coordinating ground transportation, and ensuring a positive customer experience in a fast-paced environment.
- Assisted passengers during flight irregularities and served as liaison to airport operations to facilitate mobility.
- Problem solved on site issues and took service recovery measures when appropriate to ensure a positive passenger experience.
- Resolved account inquiries by efficiently fielding inbound calls and in-person requests, ensuring timely order processing, accurate documentation, and providing vendor and customer enrollment support.
Education
B.A. - Journalism and Media Studies
Rutgers State University
New Brunswick, NJ05-2001
Skills
- Customer support expertise, including customer engagement and account inquiries
- SAP experience processing purchase orders, vendor add forms, invoices, payment requests, and running reports
- Cross-functional collaboration, customer service & inbound account support
- Enterprise systems, data entry, and documentation requirements
- Compliance-driven pharmaceutical operations experience
- Pro-active approach to anticipating challenges
- Effective problem-solving and high-level multitasking
- Issue resolution & escalation management
- Order processing & account inquiries
- Fluent in English and Spanish
SYSTEMS & PLATFORMS
- SAP
- Concur
- Veeva Vault
- MEDS document repository
- Microsoft Office Suite
- Enterprise database systems
Timeline
Senior Administrative Associate
Merck & Co., Inc., MMD External Quality Assurance
07.2016 - Current
Senior Administrative Assistant II
Merck & Co., Inc., MRL Clinical Science Study Management
07.2006 - 07.2016
Ground Transportation Account Specialist
Gateway Customer Service, Inc.
06.2000 - 07.2006
B.A. - Journalism and Media Studies
Rutgers State University